Monday, August 20, 2007

Keynote Offers Call Quality Monitoring for VoIP Contact Centers

Keynote Systems, which specializes in mobile and Internet test & measurement services, introduced a new system for assessing VoIP service quality from an end-user's perspective.

The Keynote "Voice Perspective 2.0" service leverages a public caller agent infrastructure to offer a geographically distributed view of the customer's voice service quality experience when dialing into a contact center or business that has implemented a VoIP-based telephone system.

Keynote is positioning this service for use by contact centers and enterprises that need to know that customers are receiving an optimal quality calling experience when dialing into their offices. The service provides an objective assessment whether the call originates from a traditional PSTN landline-based phone or an IP-enabled phone.

Keystone's geographically distributed measurement computers, which it calls Public Caller Agents, are initially located in five U.S. cities (New York, Chicago, Dallas, Los Angeles, San Francisco). International locations will be added later in the year. The Agents dial in once every 30 minutes to the Keynote Responder, a remotely managed hardware appliance placed at the customer site. This configuration provides an end-to-end view of the call quality as experienced by customers dialing into VoIP-enabled contact centers and businesses around the world.

Key capabilities include:

  • Operational performance monitoring -- ongoing subscription service to proactively monitor customer service quality experience from your site to your end user.

  • SLA compliance reporting -- ongoing monitoring of promised versus delivered service quality.

Pricing starts at $20,000 a year for monitoring from one location and includes a one time payment for the Keynote Responder and Keynote Diagnostic Services (KDS) support.

See also